Resi Support Technician

Location:
Hybrid (3 days in office per week) in Allen, TX or Colorado Springs, CO only

About the Role:

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world‑class technical support and customer service, having one of the highest satisfaction rates in the media industry.

We are looking for a Resi Support Technician 1 who uses independent judgment in providing information, technical assistance, and support to Resi customers. The role involves offering technological systems support, maintaining and testing customer systems, troubleshooting and resolving system hardware, software, and network failures and conflicts. The technician is typically the first contact many customers have with the company.

Named as one of Built In’s ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named a 2025 ‘Best Places to Work for Women’ by Best Companies Group.

Benefits and Compensation:

• 100% employer‑paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer‑paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model – 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 15 days PTO to start; increases with tenure and seniority
• Paid parental and adoption leave
• Compensation ranges are determined by role and location; within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.

What You’ll Do:

• Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively. Maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed.
• Follow existing processes for new customer onboarding, daily support procedures, and long‑term customer success.
• Complete general product training as defined by published documentation.
• Provide frontline support and incident triage.
• Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs, technical tickets, or troubleshooting. Must be able to exchange accurate information.
• Collaborate with cross‑functional teams in product development, hardware, billing, sales, and other departments to resolve known issues and prevent future problems (proactive).
• Write detailed bug reports for customer‑reported bugs.
• Dedicate to continuous learning within the streaming and AV space to maintain a high level of support quality.
• Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution.

What You’ll Bring:

• 1 year support experience with an online customer‑facing service product.
• 1 year experience with professional audio and video equipment, and AV production system design.
• Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure.
• Ability to work in dynamic and constantly evolving environments.
• Possess excellent interpersonal skills with the ability to effectively de‑escalate challenging customer interactions while maintaining a calm and professional demeanor.
• Ability to work a flexible schedule including weekends, evenings, and holidays.
• Bilingual/Spanish Fluency preferred to support our international customers.

Work Environment & Physical Demands:

Prolonged periods of sitting at a desk and working on a computer will be required. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require lifting up to 50 pounds, walking, bending, or standing as necessary. This description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

If you require a modification to your work equipment or furniture please contact the People Team –

Equal Opportunity

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all team members. Pushpay uses E‑Verify to confirm employment eligibility. If you have a disability under the Americans with Disabilities Act or a similar law, or you require religious accommodation, please contact  to discuss potential accommodations related to applying for employment at Pushpay.

Applications will be taken on an ongoing basis.